Position Summary

The Senior Service Desk Specialist is responsible for handling inbound technical calls, service desk requests from teammates and assisting in the upgrade support of workstations. In addition, this position troubleshoots both software and hardware problems, assists in project management and training of new and existing ITSD associates. The position is also responsible for handing escalated service desk requests from Service Desk Technicians and Service Desk Specialist and escalated calls from the Service Desk queue.

Duties & Responsibilities

• Respond to inbound technical calls and service desk tickets in an efficient, courteous, and knowledgeable manner.

• Make outbound calls to assist with projects and follow up with teammates.

• Serve as escalation support for both Service Desk Specialists and Technicians, also serving as a resource to other associates in department.

• Ensure that all calls taken have been resolved and serve as a final point of escalation for teammate issues, ensuring troubleshooting has been done, and teammates have been contacted.

• Proactively determine ways to improve support/service and reduce the number of inbound calls.

• Maintain an open line of communication regarding events, outstanding issues, and teammate / ticket follow-up.

• Assist with installation and/or upgrade of software and hardware.

• Resolve problems by gathering information, determining the customers’ needs, and conducting research to find a correct solution.

• Acquire and maintain a working knowledge of a wide range of applications and systems.

• Rebuild workstations when required to resolve support issues.

• Maintain documentation for the calls received and job function responsibilities.

• Assist the IT Fixed Asset Manager in managing the asset management life cycle of IT equipment including:

  · Procurement

  · Stock room management

  · Audits

Education & Experience

Knowledge of:

• Strong oral and written communication skills

• Hardware and software programs

• Strong customer service skills

Ability to:

• Maintain confidentiality of Bank and customer information

• Take independent action within established options and develops new procedures and approaches to problems when necessary

• Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required

• Maintain visual attention and mental concentration for extended periods of time

• Perform duties and make decisions with patience and tact under frequent time pressures

• Frequently lift and carry computer equipment with the average of 20 pounds

• Travel to service centers within the Busey market regularly to provide support and guidance.

Education and Training:

• Requires Associate degree or 5 or more years of related experience.

• Knowledge of Windows 10 and Windows 11 required.

• CompTIA A+ certification preferred or obtained within 6 months of employment.

• Experience with Microsoft Server 2016 +, Intune, Microsoft 365, and Active Directory preferred. Requires knowledge of Microsoft 365 apps.

• Customer Service - Adheres to The Busey Promise service standards set by the vision of service excellence and everything we do for our Pillars in order to anticipate and exceed the needs of our customers, both internal and external.

• Functional Knowledge and Technical Skills - Skilled in job-specific knowledge that is necessary to provide the appropriate quantity and quality of work in a timely and efficient manner.

• Accountability - Work behaviors demonstrate responsible personal and professional conduct, which contributes to the overall goals and objectives of Busey.

• Interpersonal Relations (Teamwork) - Interacts effectively with others to establish and maintain smooth working relations.

• Fostering Innovation – Developing, sponsoring, or supporting the introduction of new and improved methods, products, procedures, or technologies.

• Analytical Thinking – Analyzing and synthesizing information to understand issues, identify options, and support sound decision making.

• Oral Communication – Communicating ideas and information verbally to ensure that information and messages are understood and have the desired impact.

Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.